Below are a series of questions and answers covering topics including products, orders, shipping, and returns and exchanges.

If you have a question that is not covered below, please get in contact with us.


Do you have a physical shop I can visit?

We don't have a retail shop, our products are online sales only.
Occasionally you may see us at markets and other trade shows throughout New Zealand.
Customers and other visitors are welcome to visit our workshop by appointment.

Are your products sold at retailers?

No, we currently do not sell our products in retail stores.

What payment methods do you accept?

We use Shopify Payments to accept payments online. This is a secure payment processing platform to process your payment, and we never come into contact with any of your financial information.
The following payment methods are offered at checkout - Visa, MasterCard, Google Pay, Apple Pay, Paypal and POLi. Payments can be made in your local currency using your preferred payment method.

Is tax included in your prices?

Yes, prices shown in New Zealand Dollars in our online shop include 15% GST.
If required, you can request a separate official GST invoice after placing your order.

Can I cancel or change my order once it’s been placed?

If you wish to cancel or change your order, please notify us by email.
Note that we may recover processing fees on orders that are cancelled after they are placed but before they are shipped.

Do you do gift certificates?

Yes. We have Gift Cards available for purchase in our online shop for various denominations.
These are useful as a gift/present for the receiver to choose their own item from our online shop (or redeem on a custom-crafted product).

Can I send an item to someone as a gift/present?

Yes. Please provide the name and address of the recipient to whom we can send it to when completing the shipping details section.

What is your return and exchange policy?

Please see our Returns Policy.  This policy covers information on damaged and defective items, exchanges, incorrect orders, non-returnable items and refunds.

How do I make a return or exchange?

Please see our Returns Policy.  This policy covers the process for making returns and exchanges.


How long will it take to receive my item?

If you have purchased an item in stock this will generally be sent within two working days.
For custom-crafted items, the production time depends on your requirements, our workload, and the availability of materials both within New Zealand and overseas. Please contact us to discuss.

How do I track my order?

Shipping is generally through New Zealand Post.  Tracking is via https://www.nzpost.co.nz/tools/tracking.
On occasions we may use another shipping carrier depending on the size or weight of an item.  Tracking details will be emailed on shipment of your order.

Can I change my shipping address?

Yes. But as we may have already arranged a shipping label for your order prior to you updating the address in your account on the website, if you wish to change the delivery address, please also notify us of the change by email.

How are your products packaged for shipping?

To ensure safe arrival all items are shipped in boxes or mail bags (depending on the item ordered) with appropriate protection.

Do you ship worldwide?

Yes. We can ship worldwide and provide a shipping quote for countries further afield than New Zealand.
Please contact us and provide information on the item you wish to purchase and the country we would be sending to.

What are the international taxes, duties, etc., that I have to pay?

The buyer is responsible for customs tax on international orders.
You will need to contact your local customs office to find out what the customs tax might be for importing goods from New Zealand.


Do you take custom orders?

Yes. We do take custom orders for all products. Please contact us to discuss your needs.

Do you have products that are not yet listed in the online shop for sale?

All products are added to the website and sold on a first in, first served basis.
If you would like to be notified of a new product listed, please subscribe to our mailing list (in the footer of our website).

Where do your materials come from?

Unfortunately, not every material we need is available in New Zealand.
We use high quality materials and as a result our resources are sourced both locally and internationally.

Do you guarantee your products?

Our products are crafted to be durable and to stand the test of time, however, they require proper care and respectful use. Therefore, our guarantee does not cover misuse, neglect or surface rust.
In the unlikely event of the failure of an item, that is not related to general wear and tear, we may provide repairs (or replacement for beyond repairs) at no extra expense to you. This is evaluated on a case by case basis.


What kind of knife do I need?

Please contact us to discuss. Knowing what you want to use it for is the starting point.

Do your knives come with sheaths?

In most cases sheaths are optional. On occasions they may be specified as included with a knife.
We custom make leather sheaths for our products. These can be purchased separately from our online store.

I saw a knife you made that I want. Will you make me one like it?

Possibly, please contact us to discuss. What we make is based on a variety of different factors including availability of materials. Some knives are made from one-off materials that we may not be able to get again.

What is a "custom" knife option?

A custom knife option allows you to choose from our standard knife templates (including tweaking the design) and then customise it by choosing from a selection of handle materials, liners, spine patterns and different blade edges to suit your own personal preference.
We can customise any combination of individual elements making up the overall finished knife – i.e., the handle material, handle shape or size, knife design or blade profile.

What kind of handle can I choose for a custom order?

There are a variety of options for handles ranging from G10, micarta, acrylic, timbers from New Zealand native to international tree varieties, bone, horn and antler, subject to availability of the material. There is also a variety of options for handle liners.

Can I provide the material for a handle on a custom order?

Possibly. However, some materials are just not suitable as knife handles. Also, if a mistake happens during the making process, we have no way to replace your material.
Please contact us if you have your own wood that you would like to use or wish for us to source a particular material for you. Dependent on what you’d like us to find for you there may be an additional charge if the material is more expensive than the standard options.

Can I design a knife for someone else?

Yes. We can liaise with you directly to design and develop the perfect knife for your recipient.
Alternatively, you can put the creative endeavour in your recipient’s hands with a Gift Card from our online shop. They will be able to work with us to create their own if you’re not sure what you recipient requires.

Can I choose whether to have my item engraved?

Possibly. Please contact us to discuss. Our knife engraving is laser etched, and is outsourced.
Generally, our items come with an “M” or “Mercer” authentic logo mark imprinted.

What kind of steel are your knives made from?

Basically, you have two types of steel - high carbon and stainless steel. Within each category you get many different combinations of steels with different characteristics. Each alloy has a different identity which gives it a different performance in different environments. Currently we only make our blades from high carbon steel (we may include stainless in the future).

How do I care for my knife?

All high carbon steel knives need to be looked after. Every knife blade will rust if it is not looked after properly, even stainless steel blades.  Refer to our Product Care page for more information on caring for your knife.  

Why is there a patina on my knife blade?

The high iron content in high carbon steel gives it a natural patina over time. The patina will slowly form a layer that will protect the steel blade from rust and environmental damage.
The blade needs regular oiling to maintain its condition and to keep it from rusting (stainless steel blades also need oiling occasionally).

What is the difference between polished, satin and stonewash finishes?

The choice between finishes is a personal preference based on the appeal of the aesthetics.
Polished offers great resistance to corrosion, but can get scratched more easily.
Satin is not as shiny as a polished finish and reduces its reflective glare.
Stonewash provides a durable working finish for a knife, and takes less care to look after.

Do you stabilise your wood, and what exactly does that mean?

The process of stabilizing wood is to remove all air from within the wood and replace the air with a resin.
Its purpose is to keep the wood from degrading over time and to harden the material so that it is more durable and less likely to expand and contract with the environment that it's in.
We use both wood that is stabilised and non-stabilised. Not all wood requires stabilization to be suitable for use in a knife handle.
Some "harder" woods do not require any additional strength and are usually so dense that the stabilizing fluid doesn't typically permeate the wood that well.
However, many other woods would not be suitable to use as knife handles without stabilisation because they are too soft in their natural state.
Stabilisation allows a wider variety of wood species to be used and appreciated on knives.

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